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Page | 22 1241 EMAIL AND TEXTING

When sending email to customers or replying to email from customers, always use encryption. Do not include Personally Identifiable Information (PII) in the subject line of an email. This includes PII such as first and last name, date or place of birth, social security number, bank account information, address, health records, mother’s maiden name or social security benefit payment data.

The subject line of an email should be descriptive enough for the receiver to have an indication of the topic contained in the email but not identify a specific person.

If a text is sent to a customer, never text Personally Identifiable Information (PII) to a customer. Customers may choose to send you PII or pictures/verifications via text message. Receiving this type of message is acceptable, but do not reciprocate by sending confidential information via text. Keep message generic: “Your interview call will be in 15 minutes from 999-999-9999.” When responding to a text from a customer, keep the message generic. “The information you provided has been received.” If the customer is requesting specific case information, ask them to call or tell them someone will be calling them at (insert time) from 999-999-9999.

1300 NONDISCRIMINATION

It is required that applications for program benefits and services are made available to everyone and that program benefits are granted to all who meet eligibility standards. DSS staff, programs and policies must not discriminate against customers or applicants for services because of race, color, national origin, sex, age, religion, political beliefs or disability. DSS must also provide fair and equal access to all of its programs and services for people with disabilities; this includes both physical access to buildings and access to programs and services.

It is a violation of the DSS Nondiscrimination Policy when inequitable practices, based on the above- mentioned factors, occur in the delivery of services. Some of these practices are: A. Denying services or benefits; B. Failing to provide appropriate interpreter services; C. Limiting access to services because of inaccessible facilities; D. Failing to make reasonable accommodations to allow full participation of people with disabilities in all programs, activities, and services.

The Department of Social Services does not exclude, deny benefits to, or otherwise discriminate against any person on the ground of race, color, or national origin, or on the basis of disability or age in admission or access to, or treatment or employment in, its programs, activities, or services, whether carried out by the Department of Social Services directly or through a contractor or any other entity with which the Department of Social Services arranges to carry out its programs and activities; or on the basis of actual or perceived race, color, religion, national origin, sex, gender identity, sexual orientation or disability in admission or access to, or treatment or employment in, its programs, activities, or services when carried out by the Department of Social Services directly or when carried out by sub-recipients of grants issued by the United States Department of Justice, Office on Violence against Women.

USDA Non-Discrimination statement: In accordance with Federal civil rights law and U.S. Department of Agriculture (USDA) civil rights regulations and policies, the USDA, its Agencies, offices, and employees, and institutions participating in or administering USDA programs are prohibited from discriminating based on race, color, national origin, religion, sex, disability, age, marital status, family/parental status, income derived from a public assistance program, political beliefs, or reprisal or retaliation for